SAIC is seeking a Help Desk Support Technician for Tier 2 Desk-Side Support at our Buffalo, NY location. This hybrid role provides on-site and remote technical assistance for escalated issues beyond Tier 1 to the FDA, ensuring efficient operation of hardware, software, and peripheral devices. The ideal candidate will have a Public Trust clearance and will serve as the primary escalation point for advanced troubleshooting and end-user support.
Core competencies include: technical knowledge of operating systems, hardware, enterprise applications, and networking basics; troubleshooting; customer service; sense of urgency to meet SLAs; documentation; adherence to standard operating procedures; collaboration with Tier 1, peers, and escalation teams; adaptability to new technologies and changing priorities; attention to detail.
SAIC is seeking a Help Desk Support Technician for Tier 2 Desk-Side Support at our Buffalo, NY location. This hybrid role provides on-site and remote technical assistance for escalated issues beyond Tier 1 to the FDA, ensuring efficient operation of hardware, software, and peripheral devices. The ideal candidate will have a Public Trust clearance and will serve as the primary escalation point for advanced troubleshooting and end-user support.
Core competencies include: technical knowledge of operating systems, hardware, enterprise applications, and networking basics; troubleshooting; customer service; sense of urgency to meet SLAs; documentation; adherence to standard operating procedures; collaboration with Tier 1, peers, and escalation teams; adaptability to new technologies and changing priorities; attention to detail.
Key responsibilities include: resolving escalated tickets for hardware, software, and network issues; installing, configuring, and maintaining desktops, laptops, printers, and peripherals; supporting enterprise applications and user account access; assisting with upgrades, patches, and rollouts; writing clear ticket notes and closure comments; following SOPs for ticket triage, escalation, and resolution; maintaining knowledge base articles; collaborating with system admins, network, and application teams; delivering excellent customer service with timely issue resolution.
SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has about 23,000 employees and revenues of approximately $7.3 billion.
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Key responsibilities include: resolving escalated tickets for hardware, software, and network issues; installing, configuring, and maintaining desktops, laptops, printers, and peripherals; supporting enterprise applications and user account access; assisting with upgrades, patches, and rollouts; writing clear ticket notes and closure comments; following SOPs for ticket triage, escalation, and resolution; maintaining knowledge base articles; collaborating with system admins, network, and application teams; delivering excellent customer service with timely issue resolution.
SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has about 23,000 employees and revenues of approximately $7.3 billion.
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